Hospitality Navigator

Hospitality Navigator

Reports To: Client Services Manager
Work Environment: Oklahoma City, On-site

Palomars Mission:

Our mission is to provide protection, hope and healing. We are a welcoming community that empowers and supports survivors through comprehensive, holistic services focusing on the whole person. Our collaborative, comprehensive approach creates a safe space where we use strength-based approaches to break the cycle of violence and create pathways to hope for those in our community.

Summary:

The Hospitality Navigator role is a vital presence at the front lines of care, welcoming clients and visitors to Palomar with warmth, empathy, and professionalism. This role is essential in creating a trauma-informed and hospitality-first environment where survivors of domestic violence, sexual assault, and stalking can begin their path to healing. Youll support both clients and staff by maintaining a safe, calm and welcoming space. You will play an important role in providing information, problem-solving, and ensuring ease of access to services like advocacy, legal support, law enforcement, forensic nursing, and more. Your ability to manage fast-paced situations, remain composed under pressure, and offer compassionate support will make a meaningful difference in the lives of those we serve.

Essential Job Duties:

• Provide warm welcome and guidance to all clients and children and accompanying persons upon arrival;

• Assist clients, callers, and walk-ins with information, referrals and resources using a trauma-informed approach;

• Support clients engaging with virtual services via phones, live chat, text, and email;

• Maintain a safe, calm, and hospitable environment in reception area, intake rooms, and victim waiting spaces;

• Assist with ordering and organizing supplies essential for direct service delivery;

• Help ensure smooth client movement throughout the center and among services;

• Build trust and rapport with clients, Palomar agency partners, and community resource providers;

• Assist with daily opening and/or closing procedures for client-facing spaces;

• Assist with booking transportation for clients seeking services;

• Review Victim Protective Orders (VPOs) completed with clients at Palomar and ensure timely daily filing of VPOs at the Oklahoma County Courthouse;

• Communicate with clients promptly following the delivery of VPOs;

• Communicate with out-of-state law enforcement agencies to arrange the services of VPOs, providing necessary documentation and follow-up to ensure timely and accurate service;

• Track and document client movement through services via Salesforce, including service notes, client demographic/contact information, and other identifiers needed for grant compliance;

• Maintain and restock the Comfort Cafe and front lobby areas with food, snacks, coffee, water, and utensils to ensure a welcoming environment for clients and visitors;

• Conduct regular inventory checks of office supplies, food, and related items to ensure adequate stock levels;

• Be present and engage with clients waiting by offering refreshments, comfort menu items, and programming information;

• Provide support to clients visiting the Palomar shop, as needed;

• Submit daily client police reports upon request and distribute them to staff, partners, or clients as appropriate;

• Scan and upload resource applications and submit paper copies to the appropriate office;

• Provide assistance to clients with printing documents as needed;

• Perform other duties as assigned to support the mission and day-to-day operations of Palomar.
  

Position Requirements:

• Pursuing or completed an associates or bachelors degree in a related field, or 2 years of relevant experience

• Bilingual in Spanish and English preferred

• Knowledge of best practices relating to domestic violence, sexual assault, and stalking, including safety planning, trauma response and confidentiality.

• Knowledge of community resources to clients in need of specific immediate services (both on-site and off-site partners) and resources, including shelters and housing, counseling and treatment options.

• Ability to pass background check

Physical Requirements:

• Regularly required to sit and work at a computer for long periods of time in an office environment.

• Lift/move/carry weight up to 25lbs.

• Must be able to hear and speak English.

• Visual acuity to read and draft reports, case notes, letters, etc.

• Manual dexterity to use and operate a computer.

• Noise level in the office is quiet to moderate; and a non-smoking environment.

Key Benefits:

• Prioritize your well-being with 100% employer-sponsored mental health services

• Monthly engagement activities

• Pet-friendly offices

• Public service loan forgiveness

• Ongoing professional development opportunities

• Be a part of a growing agency with a new state-of-the-art Maps 4 building.